Configure certificate escalation notification for External Certificates within ITOM.

[Nikhil kumar ma]

Hi Community,

We got a new request from caller that we need to configure a certificate escalation notification for External Certificates within ITOM on table "sn_disco_certmgmt_certificate_task".

Below are the condition for notifications:

As part of ITOM Certificate process deployed earlier in the year, there is a need to incorporate an SLA type escalation where if the state of the expiring cert Cert task does not change during a certain period of time and escalation notification will occur.

1) A 30 day renewal notification on an open CERT request should go to the Support group (team that can action the request, i.e. generate the CSR) and Owner group (resource that can confirm cert is still required).
2) A 10 day notification (if the CERT entry is still open) should go to the Support group and Support groups manager, along with the Owner group manager.
3) A 5 day notification (if the CERT entry is still open) should go to the owner group and the owner groups Manager 2/director, the Support Group manager, and the Support Groups manager 2/director.

Could you please suggest how can we archive this in ServiceNow.

Thanks and regards,

Nikhil

[Tone1]

How you managed this?